Please either use the contact form in the contact us section or send an email to [email protected].
Please DO NOT reply to the emails generated by the website (order confirmation, order completed, etc). I will not see them until months later. That email is used strictly for the website’s auto generated emails and I only check it when I need to.
What is your Return/Exchange Policy?
I strive to make all of my customers happy. If there is a problem with your order, please contact me within 7 days of receiving it. I will only accept returns and exchanges on items that are defective or different from what you purchased. You must contact me within 7 days and return it within 14 days of receiving the order. If the item is damaged, I will ask for a photo of the damage first.
Items that cannot be returned:
– Custom orders
– Digital Downloads
Buyer is responsible for return shipping costs. Items must be returned in their original unused condition. Refunds will only be made once I have received the product. If item is not returned in its original unused condition, the buyer will be responsible for any loss in value.
How long will it take to receive my order?
Shipping times vary based on order load. Typically orders ship within 1-5 business days, however during large sales it will be longer. Check the top of the shop page for current ship times.
All items are shipped via USPS and tracking information is included. Craft Penguin Planner cannot be held responsible for lost or damaged packages. Insurance can be purchased for an additional fee.
International customers are responsible for all customs fees and Craft Penguin Planner is not responsible for any delays in customs.
Once shipped most domestic orders generally take anywhere from 2 to 10 business days to arrive depending on the efficiency of your local postal service.
*Please note: COVID has tremendously slowed down order delivery. While I understand that you want your order quickly, I cannot control the post office or how fast arrives once it leaves me. Please be patient and expect delays during this time.
*INTERNATIONAL CUSTOMERS: USPS has been experiencing many service interruptions/suspensions due to COVID. Please be sure that mail to your country is still being accepted from the US before ordering. If you are unsure, please check Here
What happens if I realize my shipping address is incorrect after I place an order?
If you discover that your address is incorrect after your order has been placed, send me a message right away so I can be sure to send it to the correct one. Since my turn around time is often within a day or two during non sale times, it is important that you notify me immediately. I am not responsible for orders sent to the wrong address once they have been shipped.
Do you ship outside of the US?
Yes, however, due to new VAT laws, I can no longer ship to UK.
Shipping costs are as low as I can offer and often it costs me more to ship than what I charge for international. Unfortunately I cannot ship them untracked per USPS rules on merchandise. I apologize for any inconvenience.
Do you take custom orders?
Absolutely! Custom orders are my favorite! Please contact me directly so we can discuss what you have in mind. I will take time to make sure you are getting exactly what you want!